Customer Experience Specialist - Marysville

Description

Renewal by Andersen is the largest national start-to-finish window replacement company. We are looking to add a customer experience specialist to our dynamic and growing operations team!

The Customer Experience Specialist’s primary responsibility is to welcome & update customers on next steps of the project. Complete all back-office steps to move the project through to install scheduled. Collaborate with homeowners to ensure a smooth and efficient window and door completion project while delivering world-class customer experience. You will communicate with our internal TEAM (Together Everyone Achieves More) prior to the installation scheduled. Ensure all open/pending obligations have been met. Maintain accurate information within our internal database.

What You’Ll Be Doing:

• Provide signature service by being the first point of accountability for customer fulfillment.
• Get assigned projects completed through install scheduled.
• Monitor back orders and notify order owner when applicable. 
• Troubleshoot and resolve issues to avoid escalation.
• Coordinate with other departments to solve problems.
• Maintain detailed notes on customers to remain updated on past and current situations.
• Provide exceptional customer service and multi-tasking skills that thrive in a fast-paced environment.
• Manage and maintain internal communication on rForce and Status Buckets.
• Perform any other related, unrelated, unassigned, unspecified, out of the ordinary or special duties that may be assigned.
• Stay up to date on RBA and Andersen product knowledge and process adjustments  

Requirements

What We’Re Looking For:

• You have 2+ years of experience as a project coordinator in a fast-paced, high-volume environment, preferably in the construction industry.
• You have a strong knowledge of project management best practices, methodologies and tools.
• You are a strategic thinker who identifies opportunities to expand project scope.
• Excellent communication skills (written and verbal).
• You have the ability to clearly communicate a project process to internal stakeholders and clients.
• You can prioritize and manage multiple projects in a fast-paced, deadline-driven environment.
• Understanding of LEAN methodology and implementation is a plus.
• Ability to work with customers through escalated situations to find win/win solutions.
• Attention to detail.
• Excellent customer service skills.